To much focusing on scripts which really should be an actors job doesn't it, its word for word on every sentence u speak. They don't give you equipment but tell you were you can purchase or if yours m... Se mere
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Af hensyn til platformsintegriteten scannes alle anmeldelser på vores platform – verificerede eller ej – af vores automatiserede software døgnet rundt. Denne teknologi er designet til at identificere og fjerne indhold, der overtræder vores retningslinjer, herunder anmeldelser, som ikke er baseret på en reel oplevelse. Vi er klar over, at vi måske ikke fanger alle problemer, og du er velkommen til at gøre os opmærksom på det, hvis vi har overset noget. Læs mere
Se, hvad kunderne siger
Glorified call centre, Expected to work the hours that best suit the company not yourself. Pay is abysmal & i should have seen the red flags when they talked about the company being like “one big fami... Se mere
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Minimum wage job & not always paid correctly. August 2024 pay is hundreds of pounds short leaving staff unable to cover bills, food, fuel. HR just fobbing staff off. Wasn't aware companies this bad... Se mere
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Poor experience. Recruiter was grimacing in the interview after I said I'd applied before. Refuse to give feedback on interviews, dont believe the responses I've already asked and didnt get it. I de... Se mere
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Virksomhedsoplysninger
Skrevet af virksomheden
Twenty years ago, when homeworking was still a perk, Sensée was founded on a simple idea: work should fit around life, not the other way around. Today we are a UK-based CX outsourcing partner running home-based, hybrid and on-site operations for organisations with regulated and complex needs. Our fully employed teams are spread across the UK and supported by a 1,000-seat facility in Birkenhead. Clients choose us for reliable operations, clear accountability and a partner that puts people first to deliver better customer outcomes.
Kontaktoplysninger
Kingsgate, CH41 1LH, Birkenhead, Storbritannien
- 0151 363 5000
- hello@sensee.co.uk
- sensee.co.uk
1,4
Dårlig
49 anmeldelser
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Unfair recruitment process
I applied for a role about a two hours ago and got the same response I was afraid of when I read the reviews. ( thanks but no thanks) and I have my own equipment l plus experience. Anyways.
8. november 2023
Uopfordret anmeldelse
Besvarelse fra Sensée
Sorry to hear that the response you received was not the one you were hoping for.
We follow a comprehensive recruitment and screening process, and have a lot of applicants for the positions being advertised.
The following is a collection of issues…
The following is a collection of issues with this company I experienced personally or heard in passing from reputable sources.
Workplace Culture and Nepotism: Employees have observed patterns where certain individuals with personal connections within the company appear to receive preferential treatment in terms of promotions and opportunities.
Management Decisions and Cost-Cutting: There have been decisions that some employees perceive as prioritizing cost-saving measures over employee well-being and job satisfaction.
Reimbursement Issues and Unfulfilled Promises: Some employees have reported being told to make certain purchases with the expectation of reimbursement, only to later discover that these expenses were not reimbursed. Additionally, promises of rewards for tasks outside one's job description were not fulfilled.
Unprofessional Behavior: The CEO reportedly addressed a middle manager in a manner that was deemed unprofessional in front of the entire team.
Inappropriate Comments: The CTO has been noted for making inappropriate comments, including references to adult materials and personal anecdotes.
Hiring Decisions: There was a hiring decision by the CTO that raised questions among employees due to the perception that a highly qualified candidate was not accepted, potentially based on concerns of exploitability.
19. juli 2023
Uopfordret anmeldelse
Besvarelse fra Sensée
Sorry to read that you didn’t have a more positive work experience with us. Some of the accusations you make merit further investigation, they are certainly not the company we set out to be. However, there is very little we can respond to without additional details. If you could kindly write (anonymously if you prefer) to feedback@sensee.co.uk, marking your communication for the attention of our COO Paul Whymark, we will ensure your points are fully looked into and responded to.
Sensée is committed to maintaining the highest standards of honesty, openness and accountability, and understands the importance of providing employees, contractors and suppliers with a safe and secure method of reporting matters relating to their working environment. If anyone witnesses any form of wrong-doing (bullying, harassment, unethical behaviour etc.), and feels unable to approach a Sensée Manager, they are encouraged to report their concerns to Safecall, a confidential (and if the person wishes anonymous) whistleblowing service operated by a third party. Details of this service are freely available to all employees.
Whilst half way through the application…
Whilst half way through the application process. ( i was literally online doing their assessment) I received an email saying Thank you but no thank you. (and we have too many applicants to tell you why exactly we are rejecting you even before your have finished filling out your application) Looking at similar reviews it seems i was spared a big mistake.
I wouldnt mind but what are they offering you, actually. Pay for all of your own work equipment and be paid less than many shops pay their floor staff...and why? just because you work from home? Dont forget heating and electricity, phone line, broadband etc as well. Pay for your own criminal check.
To read on here they want 5 years of pay slips is disgraceful and seems very unethical and maybe even illegal. I do not recall ever having a company do a credit check either. Who the hell do they think they are, actually.
Maybe they are only taking on the back to work applicants who do 2 weeks of training - govt backed for those unemplyed and on benefits - and it guarantees an interview with sensee.
I dont like the sound of this company at all. They told me to not bother applying again for 12 months. Why!! what is going to happen in 12 months? No way.
9. oktober 2023
Uopfordret anmeldelse
Besvarelse fra Sensée
We are regularly recruiting for work-from-home positions and currently have many positions to fill. I’m sorry to hear that your application was not successful.
With regards the point you make about paying for your own work equipment, we operate a Bring Your Own Device and Bring Your Own Broadband model as we believe this is the best model for both our business and its employees. Sensée employees benefit from working from home with no commuting costs, no time lost travelling to and from work, flexible working patterns and great career opportunities. However it would be virtually impossible for us to maintain equipment in over a thousand homes that cover the length and breadth of the country. To facilitate colleagues purchasing their own equipment (to a spec that meets our client requirements), we provide access to a cost-effective source of hardware and provide extensive IT support - with the purchase cost of this equipment returned to the employee (50% after 6 months and 100% after a full year’s service with the company).
On the subject of 'pay levels', we pay the Real Living Wage to frontline colleagues - which is higher than the average pay for frontline staff within the contact centre industry.
We ask to see candidate activity for the previous 2 years. There was a time we asked for 5 years’ activity to apply for work on some client accounts but not for the last year or so. The easiest way candidates can provide this is often just to provide their last employment contract. However if they were previously unemployed they may be asked to provide bank statements to cover that period. 2 years' activity is not our decision, it is a mandatory requirement for all FCA regulated roles.
And with regards your comment about Back 2 Work: while we appreciate the great work they carry out, including their signposting people in our direction, we are not working in Partnership and there is no ‘guarantee’ of an interview with Sensée.
Amazing staff.
First of all, the Sensee family are a bunch of lovely people.
There’s a lot of micro managing but at the same time they’re supportive in your role.
I was initially attracted to the job because you can choose your hours, whilst this is true to an extent, it depends on the needs of the business as to what hours are available. It’s very stressful booking the hours, especially when they disappear as your choosing them, so you can end up with hours you don’t want to do, which is why I left.
The worst thing about the job was The AA who we were working for, I’ll write their review separately!!
22. september 2023
Uopfordret anmeldelse
Besvarelse fra Sensée
It’s always good to hear that you enjoyed the company of your Sensée colleagues. With regards your work shift self-selection, it’s disappointing to read that you sometimes struggled to get the hours you wanted but I feel it’s only right and proper to describe what steps we are now taking to improve this system. The Sensée shift self-selection process is designed to give people a better work-life-balance by enabling them to work-at-home flexibly around other priorities they have - from dropping kids off and picking them up from school, to managing regular medical appointments, to caring for an elderly relative. Yes, there are some compulsory hours that are necessary because of client requirements. However we know from employee feedback that we are meeting upwards of 70% of colleagues' requested hours - and always try to eliminate hours that colleagues tell us they absolutely can't work. If that system is not working for an individual employee then we recommend they speak to their Team Leader in the first instance to work out a solution that works better for them. It is not in our interests - and against our ethos - to force people into working shifts that long term don’t work for them.
In the last fortnight we’ve announced an enhancement to this system called Default Scheduling that we hope will get colleagues even closer to their ideal workday schedules. With Default Scheduling, colleagues are asked to submit their ‘ideal' or ‘preferred' weekly schedules in advance - which are then accumulated and matched against client requirements to make the hours booking process easier and more predictable.
Long but ineffective recruitment policy
Long recruitment process, with several pointless tools and stages. It would benefit from including more humans in the process.
18. august 2023
Uopfordret anmeldelse
Besvarelse fra Sensée
Our recruitment process is deliberately comprehensive because we are looking for the right people for the right roles. And while I don’t know the exact circumstances of your application or its outcome, if you wish to apply for another role with us then we’d very much welcome that. If we don't feel that someone is right for a particular role it doesn’t mean that they are not right for another. And currently we are absolutely looking for experienced and enthusiastic people to join our organisation.
Tremendous waste of time
Tremendous waste of time, they will have you spend hours on an application for you to not even get an interview, I have more customer service skills in my little finger than they show during the recruitment process. Steer clear. Steer well clear.
10. august 2023
Uopfordret anmeldelse
Besvarelse fra Sensée
Our recruitment process is comprehensive, we make no apologies for that. It is deliberately so because we need to ensure that we are recruiting the right people for the right roles. And we continue to do that in the interests of our business, our colleagues and our clients. Sensée operates a 100% work-from-home (WFH) model and we know, through experience, that WFH isn't for everyone. We also know that not everyone is suited to phone or digitally-based customer service work. Our comprehensive recruitment process has been carefully designed to test candidates’ skills, attitudes, behaviours and more.
Worked for this company from Jan 2021…
Worked for this company from Jan 2021 until sep 2022. The last 3 months of my employment I was put on sick due to a traumatic event & health issues by my doctor & encouraged by my managers to take time out, however after 3 months of being on sick I decided it would be fair to resign whilst I got my health back together & i was advised I would be welcomed back when I was ready. This was a lie because I applied for my role again after 6months & I was rejected. I then applied again & this time I was put through the assessments only to receive an email stating I was unsuccessful as I didn't have the experience basically. This baffles me as I have over 10 years of experience in Customer services & 1 & half comes from working for sensee ! Don't bother applying there are better companies out there who would pay more & the flexibility with hours is first come first serve & they get booked within 5 seconds.
18. juli 2023
Uopfordret anmeldelse
Besvarelse fra Sensée
I’m afraid we’d be unable to comment on an individual application without knowing more details about that particular application. However I can assure anyone reading this that we absolutely welcome back past employees.
Our recruitment process is deliberately comprehensive because we are looking for the right people for the right roles. And just because we don't feel someone is right for a particular role doesn’t mean that they are not right for another.
Currently we are absolutely looking for experienced and enthusiastic people to join our organisation.
Absolutely Ridiculous
It's been a week since I applied for a job here and still no reply. But I am so glad about this after reading all the reviews here. I went through a bunch of useless training and answering dumb questions just to end up realising the truth about this company. Absolute waste of time. Very over glorified company.
18. juli 2023
Uopfordret anmeldelse
Besvarelse fra Sensée
Sorry to read about your experience. While I’m not sure what happened in your particular case, I can assure you that we respond to every single applicant regardless of whether they’ve been successful or not and, therefore, can only assume that our correspondence wasn’t delivered for one reason or another. If you would like to contact our Recruitment team (recruitment@sensee.co.uk), they’ll provide you with an update and a fuller explanation.
When you refer to Training, this only ever takes place after joining Sensée so I’m assuming that you may have applied to us via another body or company. If that’s the case then the Training will be part of their own programme and nothing to do with us. Again, our Recruitment team will be pleased to advise you.
Get you to jump through many hoops with…
Get you to jump through many hoops with assessments, no genuine feedback afterwards, expect you to provide all equipment - thank god they said no after looking at all the reviews on here - dodged a bullet! I have the requisite experience but no mention made of where I didn’t fit. Then invited to reapply in 12 months - why would I?
13. juli 2023
Uopfordret anmeldelse
Besvarelse fra Sensée
I’m sorry that you didn’t have a more positive experience applying for a role with us.
With regards IT equipment, we operate a Bring Your Own Device and Bring Your Own Communications model. We do so because we believe that it is is the best model for both our business and its employees.
Sensée employees benefit from working from home with no commuting costs, no time lost travelling to and from work, flexible working patterns and great career opportunities, but it would be virtually impossible for us to maintain equipment in over a thousand homes that cover the length and breadth of the country. To facilitate colleagues purchasing their own equipment we provide access to a cost-effective source of appropriate hardware, and extensive IT support.
The cost of this equipment is returned to the employee after a full year’s service with the company. We never ask candidates to purchase equipment until they have completed the recruitment process and signed an employment contract with us.
With regards applying for a future role, it’s important to state that our recruitment process is deliberately comprehensive because we are looking for the right people for the right work. And while I don’t know the exact circumstances of your application, just because we don't feel that someone is right for a particular role, it doesn’t mean that they are not right for another. Currently, we are absolutely looking for experienced and enthusiastic people to join our organisation.
Worked for company for a year
Worked for company for a year. Sadly left as one team leader I felt was slightly a bully, he was not even my TL, but kept getting involved. He had me in tears a couple of times. They are saying I went AWOL, not quite true, I sent am email and got nothing back. Also trying to say I got an AWOl on one day and another the next, also not true I got two on same day. I see lots slating the company, but if it takes you 30 min to get into systems, yr not doing job right. You DO get paid for over runs, or let TL know and normally get to take whole break. And it's called journey to work, no you dont commute, but there is a process to getting work ready for yr shift. As for micro management, if you were in office eyes would be on you all day, so it is only polite to let them know when you are stepping away from your computer for a private break. Please don't let all the bad reviews stop you from applying. I am sad I left, and wished I had delt with this differently.
24. maj 2023
Uopfordret anmeldelse
Besvarelse fra Sensée
Thank you for recounting your experiences and for your honest review. Your kind words about working at Sensée are particularly appreciated.
Bullying is absolutely not tolerated at the company. Sensée has a zero tolerance towards bullying and employees should contact their direct line manager or HR if they ever feel they have ever experienced or witnessed bullying. Our HR teams will investigate each case thoroughly.
As a footnote, I am aware that the situation you describe has recently been brought to the attention of our HR team, quickly and extensively investigated, and that you have been made aware of their findings. My understanding is that this has brought the matter to an end but if you have any further questions, please use our feedback@sensee.co.uk email service, marking the communication for my attention.
Paul Whymark, Chief Operating Officer, Sensée
I recently applied to this company to…
I recently applied to this company to work as a home based customer service advisor, i was invited to do the assessments but then I didn't hear back from the company. I recently received an email saying in not so many words, thanks but no thanks even though I have 5 years experience of call centre work. I will not be applying to this company again .
31. maj 2023
Uopfordret anmeldelse
Besvarelse fra Sensée
I'm sorry to hear that you were unsuccessful in your recent job application and apologies for your not receiving a follow-up call from us. However I hope that the experience won’t put you off applying for another role in the future. Our recruitment process is deliberately comprehensive because we are looking for the right people for our client work. And while I don’t know the exact circumstances of your application, I believe it’s important to say that just because we don't feel that someone is right for one role, it doesn’t mean that they are not right for another. Currently, we are absolutely looking for experienced and enthusiastic people to join our organisation.
You have to buy your own equipment
You have to buy your own equipment, they don't pay for training and worst of all, they take over your house, they know what you are looking at. They take control of YOUR pc. Be very careful.
*** Update..yes I did work for you, I don't base reviews on others,bi find out for myself, so I know what you do. Don't try to pretend you don't do these things. One year! Some people can't shell out hundreds and wait a year! ***
26. maj 2023
Uopfordret anmeldelse
Besvarelse fra Sensée
Hi. Not sure whether you worked for Sensée or picked up information relating to your points from others but I’m afraid some of them are incorrect and others rather misleading.
While it’s correct that we operate a Bring Your Own Device and Bring Your Own Communications model, we do so because we believe that it is is the best model for both our business and its employees. That’s because while Sensée employees benefit from working from home with no commuting costs, no time lost travelling to and from work, flexible working patterns and great career opportunities, it would be virtually impossible for us to maintain equipment in over a thousand homes that cover the length and breadth of the country. To facilitate colleagues purchasing their own equipment we provide access to a cost-effective source of appropriate hardware, and extensive IT support. The cost of this equipment is returned to the employee after a full year’s service with the company.
We do not operate on a gig economy basis, and do not believe in zero hour contracts. All Sensée employees are fully contracted from the moment they join us, hence all training is absolutely paid for by us.
Not sure what you’re referring to when you say "they take over your house they know what you are looking at”. What we actually do is place our security software onto colleagues’ PCs to ensure that PCs can only be used for work purposes during work shifts. This is absolutely NOT spyware and we do not condone the use of spyware. Our security software ensures confidential data cannot be downloaded to 3rd party devices, and prevents non-work internet searches and social media activity during work times. During non-work times, this security software is not active.
In addition, while we insist on the use of video during one-to-one internal meetings and training sessions, this is in the interests of good management practice and to ensure colleague wellbeing. It is also typically only for small parts of the working day. We are absolutely against the use of always-on cameras in the homeworking environment.
While we monitor general customer contact and adviser activity, including performance and quality data, this is no more than is common in the average contact centre.
In summary, we believe these are all wholly responsible actions to safeguard the interests of our clients, look after our employees, and deliver a good service.
So I happily applied for a role with…
So I happily applied for a role with Sensee Homeworking having worked from home successfully with my local council of recent times, they failed to respond to my tests that I did for them, I sent personal documentation I.e Passport etc.
I phoned today to check the application progress only to be told they hadn't looked at it and I would here back today? 5 minutes later they phoned back to ask if I had a dedicated room for an office, I replied its open plan lounge with office space only to be told I wouldn't be taken further in application process, that's a new one, discrimination on living arrangements.
I think folks I've had a lucky escape from what seems a poor company to work for or an inbetween company.
Oh well such is life....Happy days
Up The VILLA
23. maj 2023
Uopfordret anmeldelse
Besvarelse fra Sensée
Sorry to hear that you were unhappy with our job application process.
I’d like to start by apologising if our recruitment team were slightly slower than usual getting back to you. They have a very heavy workload right now as we are onboarding for several major new projects and this is leading to occasional delays.
With regards your application itself, I’m sorry that it was unsuccessful. However, it’s important to explain that, when looking at the suitability of an applicant to a job vacancy, we look to recruit both the individual and their workspace. This is because Sensée colleagues are handling confidential and sensitive information - be that customer or client data - and it is important that their screens are not overlooked by other people walking past, and conversations are not overheard. Hence we insist on a dedicated safe workspace with a closable door. An open plan shared lounge would therefore unfortunately not be suitable. Sorry if you feel that this was not make clear from the outset.
Do not trust.
23. maj 2023
Uopfordret anmeldelse
Glorified call centre
Glorified call centre, Expected to work the hours that best suit the company not yourself. Pay is abysmal & i should have seen the red flags when they talked about the company being like “one big family”. Systems are outdated & slow, training is the biggest load of nonsense. Don’t bother wasting your time with the company, unless any of this sounds appealing to you.
1. november 2022
Uopfordret anmeldelse
Besvarelse fra Sensée
Sorry to read that you did not enjoy your work-from-home (WFH) experience with us.
To be clear, we are a business process outsourcer that delivers customer contact services. Our people work on a 100% WFH basis and we’ve been doing so for almost two decades. We also supply access to specialist tech systems and platforms for hybrid and home working via SaaS cloud-based services, and consultancy services to business looking to transition to WFH/hybrid. We’ve never pretended to be anything else.
I believe that we’re also very clear in all our communications that we pay the Real Living Wage for frontline colleagues - which is a level of pay that’s above the average for the UK contact centre industry.
When it comes to training and the use of systems, that’s all worked out in close co-operation with our clients. Frequently, training and systems are exactly the same as used by clients themselves.
I applied for a role with Sensee for…
I applied for a role with Sensee for the third time in about 5 years. I got to the second stage of the application and am certain that my 10 years of customer service experience as well as my several years worth of administration, data entry, data analytics, HR and payroll experience should have sufficed however they have rejected a clearly very qualified person again with not much explanation as to why.
The hiring process doesn't make much sense to me because I tend to get jobs very easily. When I asked for feedback in the past, I have received absolutely no response so I do not expect a response this time either. Very disappointing and confusing as to why this has happened again.
14. januar 2023
Uopfordret anmeldelse
Besvarelse fra Sensée
Sorry to hear that you weren’t successful in the application process.
While I don’t know the specifics of your case, we’d be only too pleased to discuss our decision with you. Please write to us at feedback@sensee.co.uk and I will make sure we look into this.
If a suitable opportunity arises in the future I hope you may consider applying again.
Paul Whymark, Chief Operating Officer, Sensée
Great place to work!
I wanted to reduce my carbon footprint and gain more work life balance. Sensée have given me a remote culture that I love and new work friends all around the UK and NI. Working from home is not for everyone, but it surely is for me! Thank you Sensée!
5. december 2022
Uopfordret anmeldelse
Besvarelse fra Sensée
Great to hear that you are enjoying your work-from-home experience at Sensée.
Paul Whymark, Chief Operating Officer, Sensée
Brilliant!
I love working for Sensee, the training is extensive and the managers/TLs are so supportive! You are never alone, you need to work hard but you harvest what you sow as they advertise roles internally first. Fully remote, is a call center job, team and culture are great. Couldn't recommend more!
5. december 2022
Uopfordret anmeldelse
Besvarelse fra Sensée
Thanks very much for taking the time to leave your review. So pleased to read that you are finding your role at Sensée rewarding and feel well supported. And yes, we will always look to fill new roles from within whenever possible!
Paul Whymark, Chief Operating Officer, Sensée
WORST OF THE WORST COMPANY
The worst of the worst. Just don't work here, save yourself the stress and find another job.
18. oktober 2022
Uopfordret anmeldelse
Besvarelse fra Sensée
This is a fake review. This has been pointed out to Trustpilot.
Avoid like the plague unless you're really desperate
First of all you need to be logged into their systems 30mins before your shift starts (which is unpaid).
Before you even start with them you need to fit their description of a suitable working room, which is either a completely separate office if you have a family/partner, or a sit in your bedroom all day if you live alone, because living rooms aren't allowed at all.
You will have your PC monitored during ANY Sensee working hours, including your time off, even though we have secure remote worker applications for when we are on shift.
You need to buy a lot of equipment and pay for DBS etc before you can actually start. The pay is also not worth the back to back calls, rude customers and stress.
Training was good however the woman conducting this was very slow at times and would not stop saying 'umm' and 'err' constantly which was highly irritating to listen to (it was every other word).
Sensée HEAVILY micro manages every millisecond you are at work and its like working in a prison with someone breathing down your neck. This is in addition to the strict and frankly rude quality assessors who mark your calls.
There were instances of Teams video call meetings, with multiple managers listening where you had to share your screen and audio & have the session recorded, while you were taking live calls for around a hour to watch and listen to everything we were doing and see how quickly we are doing it. This was apparently to see how they can get us to all improve our call times. It was beyond uncomfortable and completely unnecessary.
As mentioned, they monitor absolutely every millisecond you are working in each status (available, busy, complaint etc), as we are not trusted to just do our jobs.
Several team members stats were shared to the whole account without their permission on multiple occasions by managers, to shame the ones who had been using the busy status for too long (even though this is used for any customer work you cannot fit in to the call wrap time), and was a completely unacceptable bully tactic.
There is an expectation that we have to work over our breaks and even completely miss these if a call goes over - which is not legal once we have worked a certain amount of hours. You also have to take any calls that come up even 10 seconds before the end of your shift. Sensee does not care about this because you get paid for any time you are logged into genesys and see it as overtime.
Hours booking is a complete joke. With a 35 hour contract you can and likely will still end up working 6 days a week, unless you want back to back calls everyday from 9-7pm.
There are heavily monitored bathroom breaks that we needed to announce on livedesk by putting 'QBP' (quick personal break) like small children, which are then timed. Good luck if you have IBS.
My manager was an absolute wolf in sheep's clothing. Really acted the part of the sweet & innocent motherly woman which people fall for hook, line and sinker. Initially she was very kind, supportive and nice, but would have excessively long one to ones where you basically had to tell her your life story and everything that had been going on (probably for gossip).
After a few months her 'nice' persona gradually started slipping and she would be so incredibly rude, unhelpful and incompetent on livedesk. If she made a mistake regarding you or your hours, and you brought it up, she would gaslight or try to twist the situation to fit her narrative (even if there was literal written evidence to the contrary) which was so bizarre and uncomfortable. If you also didn't answer her replies immediately or within a minute she would put banners across the screen demanding a response, even if you were busy on the phone with a customer, which was utterly obnoxious.
Ended up having to put in a complaint as after a specific 121 with her (she was so irritated that I wouldn't tell her every detail of my life and answered her questions simply) that she made a completely fabricated allegation that I had been rude, short and basically miserable towards customers, as well as saying she would be monitoring me closely going forward to 'make sure it doesn't happen again'. AKA do what I want in future, or I'll make it difficult for you. She made snide comments about how 'some people just can't multi task' as I apparently should have been writing call notes, sending emails, talking to the customer & replying on livedesk simultaneously, which is impossible. After finding the specific call she was talking about, it was the exact opposite of what she claimed. She had made this up to get back at me for not sharing every detail of my life with her in a 121. Bully tactic.
Left as I knew she would continue to behave like this and make it difficult for me if I didn't do exactly what she wanted/said. There was more to add, but there is a character limit on here so can't.
1. september 2022
Uopfordret anmeldelse
Besvarelse fra Sensée
It’s very disappointing to read your comments, this is certainly not the company we set out to be.
I note at the outset that you say you liked the work-from-home (WFH) aspect of your role as it meant you didn’t have to spend time and money commuting to work. However, you also clearly encountered issues that made the role stressful and unenjoyable.
If you felt that the problems you encountered could be resolved by switching to a different account, or by applying for a different type of role, then please contact our recruitment team on recruitment@sensee.co.uk to discuss.
There are a few points you raise that I’d like to respond to:
It’s vital that Sensée employees have a suitable work-from-home space that meets our privacy, health and safety, security and other requirements. We insist on this to safeguard our client’s interests (and their customer data) as well as to ensure our employees are comfortable and not putting themselves at risk of harm.
A key reason we operate a Bring Your Own Device (BYOD) model is that it just wouldn’t be possible to physically maintain equipment and connections in every single employees’ household given that our people live the length and breadth of the country. So we ask our employees to take responsibility for their own quality kit and connections. However, we provide extensive IT support and make it as quick, simple and cost-effective as possible for them to do so…. while also providing access to a cost-effective source of appropriate hardware.
Given the confidential and often sensitive nature of the work that our people carry out for clients’ customers it is essential that we monitor their work environments when on shift. However, we don’t ‘spy’ on anyone’s activities. We also can’t see any thing else on those machines apart from the work that is directly related to our work. We certainly don’t have access to homeworkers’ hardware when people are not on shift. The intention is to ensure efficiency and maintain tight security, it is not to ‘micromanage’.
You say ‘there is an expectation that we have to work over our breaks and even completely miss these if a call goes over’. Clearly, customer calls can sometimes run over the end of a shift, it’s the nature of call centre work. However, we absolutely believe in compensating our people for all the time they are on shift. And everyone is entitled to breaks as per their contracts.
Finally, it’s very important to state that Sensée has a zero tolerance towards bullying and employees should contact their direct line manager or HR if they ever feel they have witnessed bullying.
Colleagues wishing to provide any other feedback such as ideas on how processes can be improved or workplace issues, are encouraged to use the feedback@sensee.co.uk email (anonymously if preferred) and we will respond promptly.
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